Break / Fix support is the classic form of support. You have a need... you call, e-mail or request support via a support ticket form and we respond. The time of our response depends upon your urgency and need.
Emergency needs are responded to immediately. Your emergency is our emergency. We put you to the front of the line 24/7/365. An all points bulletin (APB) goes out to absolutely everyone of our support technicians and we handle your emergency event expeditiously.
Non-emergency requests go through our Tier II Support which is guaranteed to respond to you in 4 hours or less - or it's free. Tier II Support is provided between 8 am and 5 pm (eastern) M-F. This is a no-nonsense guarantee that we stand behind.
If you need a personal appointment, just make the request 24 hours in advance and we'll schedule it for an exact date and time. If 8 am - 5 pm (eastern) doesn't work for you and you want an appointment for between 6 am and 11 pm (eastern). Just ask and we'll make it happen.
We can talk Break / Fix all day long, but we strongly recommend you consider a more proactive approach which can nearly eliminate a need to call us: